Remote Technical Service Manager for Mission-Critical Support

Motorola Solutions; Jersey City (NJ); On-site; USD 90,000 - 130,000; Full time

Benefits offered by this job

Incentive bonus plans

Medical, dental, vision benefits

401K with company match

Paid holidays

Job summary

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team across North America. This fully remote role requires up to 50% travel to customer sites, with a preference for candidates in Eastern/Central locations.

You will drive escalation management, SLA compliance, and continuous improvement of service delivery while coordinating with engineering and product teams.

Qualifications

• Bachelor's degree in Computer Science, IT, or a related technical field.
• Certifications: PMP, Lean Six Sigma, ITIL, or equivalent process/project management certifications highly preferred.
• Strong understanding of IT service management (ITSM) principles and frameworks.

Responsibilities

• Lead, mentor, and develop technical service engineers, building a high-performance customer-centric culture focused on execution speed and accuracy.
• Manage critical customer relationships during outages and incidents, maintaining proactive communications.
• Oversee day-to-day operations of the technical service department, including incident management and service request fulfillment.
• Act as primary escalation contact for complex issues, collaborating with engineering and product teams.
• Establish streamlined escalation paths and rapid triage workflows to reduce MTTR.
• Identify training needs and develop programs for the technical service team.
• Apply project management principles to audit and modernize support workflows.
• Identify bottlenecks and implement lean service delivery frameworks.
• Develop and implement service delivery processes and best practices.
• Provide feedback to product teams to improve offerings.
• Monitor KPIs and SLAs and report on service performance to management.

Skills

Leadership

Escalation management

Project management

IT service management

Customer relations

Education

Bachelor's degree in Computer Science/IT or related field

PMP certification

Lean Six Sigma

ITIL certification

Tools

CRM platforms

ESM systems

Workflow automation tools

Job description

Motorola Solutions is seeking an experienced Technical Service Manager to lead our technical support engineering team across North America. This fully remote role requires up to 50% travel to customer sites, with a preference for candidates in Eastern/Central locations.

You will drive escalation management, SLA compliance, and continuous improvement of service delivery while coordinating with engineering and product teams.